Customer Complaint Isn’t a Swear Word

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Have you ever given much thought to customer feedback?  It certainly incites a wide variety of feelings in most people, both good and bad.  Customer service is certainly a frequent topic of discussion.  But do you really listen to your customers?  Or does customer feedback simply go into the circular file, written off as it’s them, not us.

One of the things that my marketing research professor said that’s really stuck with me was that marketing surveys are inherently skewed because unless people feel strongly one way or the other, there’s no motivation for them to respond.  In general customer service is the same way.  If a customer is taking the time to contact you about your product or service, more than likely they have strong feelings about it and more often than not are contacting you because they want you to make it right.

Know what turns an angry customer into a storm of negativity?  Treating their issue like it’s unimportant or worse, ignoring them completely.

Know what can turn an angry customer into a brand advocate?  Taking the time to truly listen to them and when possible addressing their issue.  While a customer certainly will appreciate a company that goes above and beyond to address their issue, sometimes, just having the company acknowledge their opinion and take it into consideration is enough.  Remember, if they didn’t care, they wouldn’t bother.

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5 Reasons Zappos is Killing Customer Service

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It’s hard to not have a conversation about customer service and not mention Zappos, but I have to say, they’re wrecking customer service.

1. They make you expect a real person when you call instead of numerous levels of automation hell.

2. Not only do you expect a real person, you expect someone who is friendly, speaks your language and is knowledgeable about their products.

3. You expect your issues to actually be dealt with rather than shunted from person to person until someone finally “accidentally” disconnects the line.

4. You expect your items to arrive within a timely manner.

5. You expect to be treated as a valued customer.

Customer service is truly an important part of every business, but entirely too many companies cut corners and think of it more as a side note.  What kind of experience are you providing your customers?

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